ESP Service Desk
Service Desk provides a single interface for communication, escalation, reporting, and customer interaction.
Service Delivery Management
A regular Service Delivery Meeting will be held between Customer’s contact and the 4net Service Delivery Manager. This meeting incorporates a review of the Service Level Achievements, reports on any outstanding problems, a review of the availability and capacity management trends and any process improvements.
ESP Availability Manager
Availability Manager goes beyond alarm monitoring by performing corrective actions and greatly enhancing availability. This is achieved by a continually growing knowledge base which links known problems with proven actions to quickly prevent business interruption.
What is Availability Manager?
4net proactively monitor alarms generated within the customers environment, our award winning ESP platform collects 7 times more intelligence from the Avaya estate than standard monitoring products.
Availability Manager includes an ever-growing knowledge base which links known problems with proven actions to quickly prevent business interruption. Rather than simply alarming when a component is unavailable, ESP connects at an application level allowing degradation in service to be identified, before it becomes service affecting
All major and minor alarms are automatically raised as incidents through the 4net NOC, ensuring issues are quickly identified and passed onto our skilled engineering team.
4net operate a 24 x 7 x 365 NOC, which forms the hub of our engineering support operation. Our helpdesk is fully manned with Avaya trained technicians rather than customer service agents, who will provide immediate access to technical expertise and support.
This service desk is fully integrated with the Avaya Connect service desk for continuity. This allows 4net to deliver a quick and effective resolution to all reported tickets, including faults, moves and changes, remote works, and technical queries.
Availability Manager resolves 90% of issues without human intervention, reducing system down time, repetitive engineering effort, while increasing systems availability.
As part of availability management 4net delivers the following complimentary services:
ESP Capacity Manager
Capacity Manager provides capacity information of customers’ systems enabling you to forecast future resource needs. Capacity reports are aggregated from multiple sources and simplified into an easily understood format.
Capacity Manager delivers a valuable insight into hardware and software assets, network usage, internal resource utilization and individual component performance.
What is Capacity Manager?
Capacity reports are aggregated from multiple sources then simplified into an easily understood graphical format. Capacity Manager delivers a valuable insight into hardware and software assets, network usage, internal resource utilisation and individual component performance. It also enables early identification of capacity issues, which left unchecked, could lead to future problems.
Capacity Manager measures utilization right across your communications systems including hardware, licensing, media and processors, wide area networks, voice trunks and announcement boards.
ESP Configuration Manager
Configuration Manager provides a real time view of a communications environment, providing valuable data for future forecasts, diagnosis and planning. Configuration Management information is stored in a database and includes hardware assets, license volumes, IP endpoints, firmware and software versions.
4net’s ESP Configuration Management keeps a logical record of the Customer’s network infrastructure under 4net’s Management.
This includes the relationships between services and the infrastructure that supports the services and is another component of the integrated Service Management application.
The diagrams and reports are updated on a weekly basis and archived versions are kept for 12 months.
All configuration reports are available to the customer directly via the ESP portal or by request through the 4net NOC.
This includes, but not limited to:
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Configuration Management Database
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Network Topology
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Gateway Topology
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Control Network schematics
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Media gateway Schematics
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Network Region diagrams
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Vector diagrams
ESP Change Manager
Change Manager maintains a common view of system changes. Although communications administration applications hold change logs, our solution allows us to capture all changes through a single tool making it the perfect tool for audit purposes and problem resolution.
All changes to configuration items are subject to change management and 4net Managed Services will integrate into the customer’s change management process by providing a resource to attend the Change Advisory Board to assist in assessing the impact of changes that will affect the managed environment.
4net Managed Services will also submit RFCs to address changes to Customer’s infrastructure (as defined by the customer) whether this is in response to an incident, problem or pro-actively in the case of release updates.
All changes will be recorded and reported within the 4net IT Service Management application and will be supported by the appropriate documentation; testing and back-out plans.
4net keep track of all changes within the customer environment, including if the change was successfully implemented, or backed out of, the time of the change to ensure that all change windows are adhered to and the user responsible for making the change (this includes identification of the user if shared credentials are used).
ESP Release Manager
Release Manager mitigates risk by managing software version control.
4net Managed Services Release Management ensures that the preparation for the release of changes into the production environment conform to best practice by providing an independent testing environment and production of Implementation, Test and Back-out plans.
4net also proactively monitors the latest patch updates, product support notices, security alerts, end of sale and end of support notices from the vendors to ensure that the platforms are kept up to their optimum levels.
A Definitive Software and Hardware Library are maintained and all versions of software and hardware from the Configuration Management.
